Job Summary
The Support Account Manager (SAM) combines technical expertise with customer success skills to ensure clients achieve maximum value from NetApp solutions. The SAM acts as a trusted advisor, driving product adoption, managing escalations, and supporting renewals and expansion opportunities.
Key Responsibilities
* Advise customers on NetApp products and services to meet business goals.
* Build and maintain relationships with technical stakeholders.
* Oversee onboarding, adoption, and capacity management.
* Conduct technical health checks and manage escalations.
* Use data insights for proactive risk mitigation.
* Assess and optimize customer NetApp assets.
* Collaborate with Renewal Specialists and Sales for renewals and expansion.
* Develop and share technical best practices.
* Lead or support strategic initiatives for customer success.
* Work cross-functionally with internal teams and customer stakeholders.
Qualifications
* Bachelor’s degree or equivalent experience.
* 5–7 years in customer-facing technical roles (e.g., Customer Success, Sales Engineering, Technical Support).
* Technical proficiency in NetApp products or enterprise IT; storage domain knowledge is a plus.
* Strong communication and relationship-building skills.
* Ability to manage multiple priorities in dynamic environments.
* Data analysis and strategic recommendation skills.
* Proficiency in MS Office; experience with Gainsight, Salesforce, or similar tools is a plus.
* Ability to work independently and collaboratively; project management familiarity is beneficial.
* Language proficiency is German and English is required.